Customer Service Manager

SERVPRO of Southwest Portland

Customer Service Manager

Portland, OR
Full Time
Paid
  • Responsibilities

    Benefits:

    Bonus based on performance

    Company car

    Competitive salary

    Free uniforms

    Opportunity for advancement

    Paid time off

    Vision insurance

    401(k) matching

    Company parties

    Dental insurance

    Health insurance

    Training & development

    Customer Service Manager Job Summary

    The customer service manager is responsible for managing Production Technicians and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule Production Technicians, resolve emergency issues, provide training for new employees, and handle service issues beyond Production Technicians capability. You will also be required to meet all customer and company expectations.

    Customer Service Manager Duties and Responsibilities

    Recruit, hire and train new production technicians

    Generate sales from production technicians to up-sell and cross-sell

    Research strategies to further improve the customer experience

    Schedule calendar for production technicians

    Distribute work

    Develop standards and procedures

    Document customer service discussions and actions

    Maintain accurate records and files of documentation

    Provide sales goals and encouragement to achieve goals

    Manage budget and expenses

    Set and maintain all customer service procedures and policies

    Record, organize, and file customer interactions and profile/account changes

    Provide resources for quality customer service

    Implement customer service strategies to improve quality of service

    Address and resolve team and customer conflicts

    Anticipate and resolve customer service issues

    Maintain a professional workspace and workflow

    Evaluate production technicians performance

    Customer Service Manager Requirements and Qualifications

    Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience

    Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner

    Able to multitask, prioritize, and manage time efficiently

    Encouraging to team and staff; able to mentor and lead

    Excellent verbal and written communication skills

    Self-motivated and self-directed

    Comfortable in both a leadership and team-player role

    Creative problem solver who thrives when presented with a challenge

    Focused on customer service

    High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred

    Previous experience in customer support, client services, sales, or a related field

    Excellent at communicating over the phone and handling phone systems

    Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts.

    Able to concentrate on multiple problems at once

    Excellent time management and prioritization skills

    Ability to answer phone, listen actively, relay information, and type basic information simultaneously

    Customer-focused for a positive customer experience and resolution

    All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.